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DOWNLOA Required reading for help desk managers

The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience, this list provides a real-world review of 14 titles covering a range of IT management topics, including: ITIL, staffing, analyst training, performance metrics, workflow, problem solving, and customer service skills.

Then, join the ongoing discussion of this download and share your favorite IT management books. Tell us why we should add them to our required reading list for help desk managers. Also, let us know if this download provided helpful information and if there's anything we can do to improve the document's content or format.

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Other useful titles for the help desk?

I hope you've found this download of titles for help desk managers useful. One thing I noticed while doing the review is that many of the best titles are several years old now and I've not found much new literature for the help desk. (The exception being items from the Help Desk Institute.) Is ITIL where all help desk information is going now or do you know of some other titles that might be useful for managers in the field? Please share your comments with us.

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